Lambeth, United Kingdom | Posted on 02/10/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

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Job Description
Location: 6 Brixton Hill, London, Lambeth, SW2 1RW

Contract: 6 Month Contract

Hours: Full Time

Summary
Lambeth Council is in search of a seasoned Housing Service Improvement Lead to spearhead a significant enhancement programme within Housing Services. This pivotal role combines strategic and operational leadership to achieve lasting improvements in complaint management, customer satisfaction, regulatory adherence, and service efficiency. The chosen candidate will be instrumental in executing the Housing Complaints Improvement Plan, collaborating across Housing Services to drive improvement initiatives,



enhance governance, and foster a culture of accountability and continuous enhancement. This position is ideal for a professional with a proven history of implementing impactful changes in local government, housing, or customer-centric public services.

About the Role
In collaboration with the Director of Housing Operations and the Assistant Director for Strategic Partnerships & Programmes, you will oversee and coordinate improvement efforts stemming from Housing Ombudsman findings, regulatory mandates, service evaluations, customer insights, and performance metrics. Your role will encompass strategic oversight, programme management, performance assurance, and stakeholder leadership to ensure that improvements are effectively integrated and maintained within Housing Services.

Key Responsibilities

Spearhead the implementation of the Housing Complaints Improvement Plan.

Enhance the quality, consistency, and timeliness of complaint handling.

Elevate customer experience across Housing Services.

Manage a portfolio of service improvement projects.

Ensure effective implementation of recommendations from Housing Ombudsman investigations.

Lead performance recovery and enhancement activities.

Develop and execute performance measures, reporting frameworks, and improvement plans.

Oversee programme governance and provide assurance on delivery progress.

Identify and address risks, barriers, and dependencies.

Utilize complaints data, customer feedback, and performance information to pinpoint improvement opportunities.

Conduct workshops, improvement sessions, and stakeholder engagement activities.

Support service redesign and transformation initiatives.





Foster a culture of continuous improvement, accountability, and customer focus within Housing Services.

Collaborate with senior leaders, operational managers, and corporate services to achieve sustainable improvements.

Requirements

Extensive experience in leading complex service improvement, transformation, or performance recovery programmes.

Experience in:

Local Government

Social Housing

Housing Services

Customer-Facing Public Services

Solid programme and project management skills.

Demonstrated success in delivering measurable service improvements.

Experience in enhancing complaints handling and customer experience.

Solid understanding of performance management and governance frameworks.

Experience with regulatory frameworks and compliance requirements.

Ability to analyze performance data and develop improvement solutions.

Excellent stakeholder management and influencing skills.

Experience working with senior leaders and managing complex organizational change.

Strong communication, presentation, and facilitation skills.

Familiarity with Housing Ombudsman requirements and complaint handling standards.

Experience in Housing Management or Housing Operations.

Experience leading regulatory improvement programmes.

Experience in delivering housing service transformation initiatives.

What's on Offer?

6 Month Contract

Hybrid Working

Bi-Weekly Pay

Opportunity to lead a high-profile housing improvement programme.

Strategic role working directly with senior Housing leadership.

Significant influence over customer experience, complaints performance, and service transformation.

Opportunity to drive lasting improvements across a major London Borough Housing Service.

Ideal candidates may have experience as a Service Improvement Lead, Transformation Manager, Programme Manager, Housing Improvement Manager, Housing Transformation Lead, Performance Improvement Manager, Complaints Improvement Lead, Strategic Improvement Manager, or Head of Service Improvement.

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